Specialist - VIP Support

About the role

Requirements

• Bachelor’s degree in IT, Computer Science, or related field
• ITIL or equivalent preferred
• 2+ years, preferably with majority in end user support
• Experience VIP support in large, multi-vendor enterprises preferred
• Experience in entertainment entities preferred

Responsibilities

• Operate tailored models, escort procedures, and rapid response to protect executive productivity.
• Orchestrate proactive device health checks, patch status, and performance reviews to prevent incidents.
• Manage concise, expectation‑setting updates and advisories for VIPs during incidents and maintenance.
• Coordinate event coverage, peak‑period protection, and on‑site readiness for board/leadership engagements.
• Drive Level 1.5/SME engagement; track outcomes and feedback to raise satisfaction.
• Ensure confidentiality and privileged‑access controls for VIP environments.
• Track VIP CSAT, response/restore times, and proactive action completion; implement improvements.

Skills

• ITIL
• End user support
• VIP support
• Executive/VIP communications
• Device health checks
• Patch management
• Incident management
• Access control / privileged access
• CSAT tracking
• Multi-vendor enterprise experience
• Board/leadership engagement coordination
• Proactive monitoring
• Technical liaison